Customer Success Manager

As a Customer Success Manager (CSM) at Workiva, you are a critical part of our customer-facing team - driving the success of our customers on the Workiva platform. You’ll serve as the primary point of contact for assigned customers, managing the entire customer lifecycle, focusing on positive business outcomes and identifying opportunities for growth within customer accounts. You’ll work closely with Workiva’s Implementation, Support, Marketing and Sales teams to ensure customers are effectively onboarded, trained, and supported throughout the customer journey.

As a CSM, your primary mission will be to maximise our customers’ value from the Workiva platform through developing and maintaining close relationships with management, product adoption sponsors, and/or key stakeholders throughout the customer lifecycle.

What You’ll Do

• Drive customer adoption of Workiva solutions and continuously demonstrate product value to your customers

• Manage diverse customer needs through robust product knowledge and expertise

• Consult on best practices, workflows, and management business reviews

• Identify risks within named accounts & take appropriate actions to manage and/or escalate to an efficient resolution

• Record customer activity, outcomes, issues, and communication in customer management tools

• Advocate for customers internally by providing continuous feedback to Workiva’s Sales, Implementation, Marketing, Product, & Engineering teams

• Work with Sales to understand the details of upcoming customer renewals

• Use customer management tools to track customer communication, issues, and metrics

What You'll Need

Minimum Qualifications

• Undergraduate degree or equivalent combination of education and experience in a related field

• 2 years of related experience in Customer Success, Customer Service, Account Management, or Sales

Preferred Qualifications

• Excellent communication skills and able to demonstrate the ability to communicate at multiple levels

• Evidence of successful relationship building both internally and externally

• Experience supporting a SaaS application preferred

• Expert observation, communication, and presentation skills with a high level of comfort delivering consultative recommendations to executives & management teams

• Self-starter with the ability to manage time and prioritise competing demands

• Working experience with customers across the Financial Services sector is a plus

Travel Requirements and Working Conditions

• Willingness to travel up to 10% for team and corporate meetings, fostering relationships and representing company interests  

• Reliable internet access for any period of time while working remotely, as we embrace flexible work arrangements